OFFICE AUTOMATION ANALYST - 37011170

Requisition No: 859695 

Agency: Environmental Protection

Working Title: OFFICE AUTOMATION ANALYST - 37011170

 Pay Plan: Career Service

Position Number: 37011170 

Salary:  $41,561.57 - $44,500.00 

Posting Closing Date: 09/18/2025 

Total Compensation Estimator Tool

 

Office Automation Analyst

State of Florida

Department of Environmental Protection

This is an onsite position in Tallahassee, Florida.

 

 

 

Position Overview and Responsibilities:

The Department of Environmental Protection’s Office of Technology and Information Services (OTIS) is currently recruiting for an Office Automation Analyst. This is a technical position that provides first-level contact, problem resolution, and technical assistance on software, hardware, communications, network printers, and servers for the agency.  The incumbent of this position will represent OTIS and must be helpful, cooperative, polite, respectful, and courteous at all times in the interactions with customers.  

 

The primary duties of this position include:

 

• Employee is expected to identify and meet the needs of customers in order to provide excellent customer service.  Employee should be helpful, cooperative, polite, respectful and concerned at all times in the interactions with customers when representing the Department or the State.  This position serves as a customer service representative on behalf of this division when interacting with customers through all communication media, as well as when responding to incident/request service desk services.

 

• Provide first-level contact and problem resolution technical assistance regarding software, hardware, communications, network printers and servers for all users.  Resolve user-reported problems as expertise permits using available tools and following procedures.  Support and respond to all service calls and maintain communications with customers throughout the problem resolution process. Escalate problems as appropriate following procedures.

 

• Provide troubleshooting and technical support via phone, web-based tools and email.  Support includes providing routine technical assistance to users for system use, account administration, outage reporting, bug reporting, availability, information assurance, use of web browsers, and use of desktop equipment. Identified bugs or other technical problems that cannot be resolved without system modification or extensive technical research shall be logged and routed to Desktop Support or the appropriate system team. Enforce Service Desk service level agreements.  Monitor Service Desk ticketing system ensuring that the customer’s request is resolved and customer is informed of the status of their problem according to the service level agreement.

 

• Provide technical writing to develop written processes for the DEP Service Desk Tier 1 that aid in their development, use, and support of OTIS and DEP. Outputs will include a range of documents to be read by both technical and non-technical personnel. Recommend and assists with implementing Service Desk standards.   Create and organize procedures to ensure timely and efficient processing of data, maintenance and security of data files and libraries, as well as maximum utilization of equipment.  Write and provide documentation for procedures and assigned projects.  Plan, design, research, write, and edit a range of documents, including user guides and manuals, technical specifications, training materials, user policies, and proposals, for both print and online media.

 

• Provide supervisory back-up support to the Distributed Computer Systems Administrator, including but not limited to - logging, tracking, routing, escalating, and responding to all service requests.  Recording and documenting all actions taken through the problem-solving process.  Maintaining and prioritizing change incidents/service requests as needed. Resolving user-reported problems using available tools and following procedures.  Acting as a liaison between customers and internal support staff to ensure accurate problem interpretation.

 

• Perform other related tasks as requested.

 

 

 

Required Knowledge, Skills, and Abilities:

• Ability to communicate effectively.
• Ability to conduct